Mitigating the risk of change mangement failure with a staff centric approach (Christian Lafrance)

I will present a framework that helps CX professionals to structure their change management activities when implementing improvements in service delivery. Adopting a staff centric approach helps mitigate the risk of rejection.

Hi! I’m a customer experience design strategist with over 10 years experience in creating products/services that resonate with customers across channels and drive more business value. I'm currently strategising the future of radio at the Australian Broadcasting Corporation whilst also enabling the organisation to fully leverage audience empathy.

Transcript

1. http://www.cpsu.org.au/multiattachments/18769/Image/change-management1.jpg
   Mitigating the risk of
   change failure with a
   staff centric approach
   

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2. Don’t let risk aversion
   scupper the benefits of
   your CX efforts
   

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3. roll‐out
   change
   co‐design
   change
   methods
   new CX
   co‐design
   change
   state
   benefits
   realisation
   Staff centric change management
   Involve staff here not just there
   

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4. roll‐out
   change
   co‐design
   change
   methods
   new CX
   co‐design
   change
   state
   benefits
   realisation
   Define future state processes & behaviours
   Evidence change needs
   Prevent non‐viable solutions
   Stakeholder & staff buy‐in
   Co‐design change state with staff
   Co-designing
   change
   state
   co‐design
   change
   state
   

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5. ‐ Leverage client personas
   ‐ Challenge with CX principles
   ‐ Keep managers away
   Process re‐design
   Process re‐design
   

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6. ‐ Enact alternate options
   ‐ Make scenarios though
   ‐ Involve managers
   ‐ Low‐fidelity prototyping
   CX enactment
   CX enactment
   

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7. roll‐out
   change
   co‐design
   change
   methods
   new CX
   co‐design
   change
   state
   benefits
   realisation
   Co‐design change methods with staff
   Define how to enable all staff
   Staff buy‐in
   co‐design
   change
   methods
   

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8. ‐ Test your artefacts
   ‐ Use artefacts as ‘ingredients’
   ‐ Challenge ‘training’
   ‐ Keep managers away
   Communications & activities co‐design
   Communications & activities co‐design
   

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9. roll‐out
   change
   co‐design
   change
   methods
   new CX
   co‐design
   change
   state
   benefits
   realisation
   Staff centric change management
   co‐design
   change
   methods
   co‐design
   change
   state
   Staff
   empathy
   Customer
   empathy
   

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10. Empathise with staff as much as
    you do with customers,
    they are the ones who make you
    & CX successful
    

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11. roll‐out
    change
    co‐design
    change
    methods
    new CX
    co‐design
    change
    state
    benefits
    realisation
    Thank you!
    co-design
    change
    methods
    co-design
    change
    state
    Learn more
    User centric change management
    www.slideshare.net/lafranec/user‐centric‐change‐management
    Theatrical tools for service experience
    workplayexperience.blogspot.com.au/2010/01/theatrical‐tools‐for‐service‐
    experience.html
    Keep in touch
    linkedin au.linkedin.com/in/madeinlafrance
    twitter @madeinlafrance
    

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